Stellar-OB-004-Freshdesk-FAQ

You can log in to Freshdesk using the below Link:

https://sbs-support.solvay.com/support/login

Freshdesk allows SSO (single signon) i.e. if you are logged into Solvay Email then you can automatically login into the Freshdesk Portal

Ticket Priorities in Freshdesk can be categorised as:

P1-Urgent 

P2-High

P3-Medium

P4-Low

Open

Pending

Need for more information

Waiting on third Party

Transferred

Transferred to CM

Resolved

Activities before Closure

Closed

CGI will be referring to a tool called “Watch” for SLA deliverables.

We can transfer to right group if we have knowledge to assess the ticket and reassign, This can be done by changing the status to transferred and assigning to right group by selecting group name under Group field.

If we are unable to assess which group the ticket should be transferred, then we will send back the ticket to L0.

Confluence is a Knowledge Management Wiki which allows users to share blogs documents files

Freshdesk like a ticketing tool used by Solvay to view track and resolve tickets.

Yes, we can use canned response and we can also attach an article to the ticket. So that use can go through the article and find the solution.

Agent Portal will be used by CGI L1, L2, L3 teams to view, track and resolve tickets

Customer Portal is used to create a new ticket in SOLVAY. 

You can use Agent Portal to view or track the tickets assigned to you. 

   Customer Portal s used to create a new ticket in SOLVAY and you will be given access to it.

Reach out to Christophe Priest’s team – Q&P team.

    No.

Any browser, Chrome is recommend.  

Freshdesk allows SSO (single signon) i.e. if you are logged into Solvay Email then you can automatically login into the Freshdesk Portal. Still if you are not able to Login you can

Check with your Stream Leads.

You can see directly from your Solvay Inbox.

Yes it is available on both IOS and android market. We can login using Solvay credential.

Tickets will always get assigned to group first. 

A dispatcher dispatches the ticket to agents in a group.

An agent works on the ticket to resolve it or if the resolution is not found he passes it to next  level.

It is the responsibility to fill in all the details before sending to CGI, If any information is missing then ticket can be sent back to L0.

We can send ticket back to user by keeping status as “Need for more information” if the ticket content is in English.

If ticket content needs any language translations then we need to send it back to L0. They will translate and contact users.

Can be moved to any stream if we are sure about it.

We can reassign the ticket to another agent.

If the ticket is resolved an does not need any language translation then we can go ahead and resolve the ticket.

If the ticket needs language translation, then we will transfer the ticket to L0 team by keeping the status as “Activities before closure”.